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rnacker16
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Star Ship
Cloak and Dagger Escape Rooms - Hamilton
Escape room
IRL
We have done every escape room at this place. We have also done some of their escape rooms twice, and we were the first customers to do their new Mockbuster room when it opened (the day it opened), and beat it! We absolutely loved Cloak & Dagger, and we ranted and raved about it to everyone including the other escape room places we've gone to about how much we loved it here. Unfortunately, that changed this week. We did their StarShip room in their old location months and months ago. We beat it, but with only minutes to spare because there was an issue or two with the room, that led to us taking a few more minutes. The game master confirmed it that day that we did everything right, but something just did not open up. Fast forward to last month, we did their Mockbuster room the night it opened up. We beat it, and they asked for our feedback on that room, and for any feedback on other rooms that we have, and to come back and do their "revamped" StarShip when it gets moved over and fixed in their new building. This weekend we did it. It was terrible. Right off the bat, a door opened by itself and we were so confused. Come to find out, this door was opened by a malfunction in the second room, but we had no idea so we spent 10-15 minutes in the second room trying to solve a puzzle, not knowing that we were doing it right but the door already opened, so after 10-15 minutes the game master tells us we can stop on that puzzle since it malfunctioned. Secondly, to get through to the second room, the puzzle needing to get through - we had the correct answer on 2 separate occasions but it did not open the door. I even confirmed this after the room. They had to override the door. In the second room, there were at least 2 puzzles that were broken/not working properly, and 1 which is way too finicky and requires you to put something into a slot, but it has to be put in at a certain way. I was told they are reengineering this so it's not so finicky. The employee told us the room was rushed so they could move it, and they're working on fixing a lot of things. It clearly showed with all of the issues. We called to speak to a manager days ago, and were told we would get a call back yesterday, we never did. We called today, and were denied any refund, and were told the employee is probably getting fired today because she was already on her way out. For a company who told us they "pride themselves on customer service", this was the most insane reaction we've ever experienced. The room has issues, and all they needed to do was take the feedback we gave that night, and maybe even gave us a call back, but instead they deflected and lost a customer.
Star Ship
Cloak and Dagger Escape Rooms - Hamilton
Escape room
IRL
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